Job Description

Job Summary:

The Service Manager oversees the daily operations of the Service Department to ensure customer satisfaction, profitability, and operational efficiency. This role manages a team of field and shop technicians who service, repair, and maintain material handling equipment such as forklifts, lift trucks, and other warehouse systems. The Service Manager is responsible for driving productivity, ensuring quality service delivery, and maintaining strong customer relationships.

Duties/Responsibilities:

Lead, coach and develop a team of foreman, service technicians and support staff. Foster a culture of safety, accountability, and continuous improvement. Supervise foreman to ensure planning, scheduling and dispatching of service technicians for maintenance and repair jobs per company standard. Supervise and coordinate activities of technicians engaged in repairing, servicing and maintaining material handling equipment such as forklifts, aerial equipment, rail car movers and rough terrain equipment. Estimate work hours, interpret specifications from manuals, analyze and resolve personnel and work problems. Ensure that the service staff manages the work order process in a manner that ensures consistency and efficiency, maximizes customer communications, minimizes negative labor variances, minimizes work-in-process (WIP), and maintains low labor-to-close timeframes. Manage shop & road technician performance, ensuring that technicians have the necessary skills and training to meet the aims of the business, working closely with the service back office. Review and utilize available KPI measures as a tool to aid efficiency, customer satisfaction and business profitability in line with the objectives of the business. Work closely with the Sales team to ensure that service market share and growth in the territory is maintained. Work with the Rental department to maintain rental equipment to company standards and requirements. Maintain customer and vendor relationships. Develop problem management and service improvement plans. Maintain a strong working knowledge of industry regulations, restrictions, and laws ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes. Enforce company safety policies and OSHA regulations. Ensure technicians are properly trained and equipped to perform their work safely. Performs other related duties as assigned.

Required Skills/Abilities:

Strong leadership and team management skills. Excellent customer service and communication abilities. Technical knowledge of material handling equipment (e.g., forklifts, hydraulic systems, electrical troubleshooting). Proficiency with Microsoft Office Suite and NetSuite. Ability to analyze financial data and operational reports to make data-driven decisions. Strong organizational and time management skills.

Education and Experience:

High school diploma or GED. Associate or Bachelor's degree in Business, Management, or related field preferred. 5+ years of experience in equipment service, maintenance, or a related field--preferably in the material handling or industrial equipment industry. 2+ years of experience in a leadership or supervisory role. Valid driver's license and acceptable driving record. Ability to travel locally to customer sites as needed.

Physical Requirements:

Prolonged periods of sitting, standing and walking Must be able to bend, stretch, kneel, and squat

Benefits:

Medical (and FSA/HSA plans), dental and vision insurances. Paid time off and holidays. Company paid basic life insurance. Supplemental term life insurance. 401(k) with match. Short- and long-term disability. Group accident and critical illness insurance. Safety glasses and boot program. Tuition reimbursement and in-house training.

Herc-U-Lift, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.